Turning service desk issues into projects

[Cameron Salhany]

Hello,

Background: 

My IT department supports our customers (our very own corporate office) with IT and ERP support. Our customers may submit a ticket and not realize the scope of work. A 30 minute fix may be a week long project and so on. We would like to distinguish help desk issues from full blown projects. We've been doing this by resolving tickets under the category "project". This removes the ticket from our queue (which is a win). However, we no longer have the ability to update the customer on the project's status. 

Summary: JSD is not a project management tool. 

My solution:  Move help desk tickets labeled as "project" to the Jira software queue. At least then we can utilize the kanban board functionality to update the customer. 

Has anyone experienced a similar issue? Is this a flawed business process that can't be salvaged in Jira? 

Any help would be greatly appreciated. 

[Ravi Sagar]

Hi @Cameron Salhany 

Yes this is very common if the tickets needs to be sent to a different team then creating an issue in software project and linking it to the service desk ticket makes sense.

Ravi

[Deniz Oğuz]

We use "Created Linked Ticket" option from "More" menu. It creates an automatically linked thicket with all the summary and description copied from SD ticket. You can put SD ticket in a different workflow state to indicate it is waiting implementation and stop SLA counters.